Our Customer Terms Page 1 of 13
Calling Cards Section
Contents
Click on the section that you are interested in.
1 About the Calling Cards section 2
Our Customer Terms 2
Inconsistencies 2
2 General 2
Telstra calling cards 2
Other calling cards 2
3 Changing Our Customer Terms - pre-paid calling card customers 2
Our right to change all terms 3
Changes that benefit you or have neutral impact on you 3
Changes that have minor detrimental impact on you 3
Urgent changes 4
Changing or imposing tax-based charges 4
Changing charges for international services or international roaming services 4
Changing or imposing charges for ancillary services 4
All other changes 5
Who we consider to be affected customers 5
How we can tell you about the changes 5
4 PhoneAway 5
What is PhoneAway? 5
Value of cards 5
Period of cards 6
Refreshing and recharging your PhoneAway card 6
Viewing your card details and transaction history online 6
Making PhoneAway calls 7
Local calls 7
STD and Iterra calls 8
Calls to Iterra and Telstra Mobile Satellite services 8
Optus MobileSat calls 8
Calls to mobile numbers 9
International calls 9
Calls from mobile numbers, Iterra and Telstra Mobile Satellite services 9
Calls to Australia from overseas 10
PhoneAway World Calling 10
Voicemail 11
Non-Telstra surcharges 12
Limitations 12
5 Special meanings 13
The Calling Cards section was last changed on 24 September 2013
Our Customer Terms Page 1 of 13
Calling Cards Section
Certain words are used with the specific meanings set out on page 13 and in the General Terms of Our Customer Terms.
1 About the Calling Cards section
Our Customer Terms
1.1 This is the Calling Cards section of Our Customer Terms.
1.2 The General Terms of Our Customer Terms apply (to see these terms – home and family customers click here; business and government customers click here).
Inconsistencies
1.3 If the General Terms of Our Customer Terms are inconsistent with something in the Calling Cards section, then the Calling Cards section applies instead of the General Terms to the extent of the inconsistency.
2 General
Telstra calling cards
2.1 We offer certain calling cards that allow you to make calls from a payphone or most telephone services and have the charges for the call charged according to the card’s terms (eg, deducted from stored value on the card, or billed to an account attached to the card). This section sets out the terms for using our calling cards, including any charges and surcharges that apply.
Other calling cards
2.2 Other companies also offer calling cards that allow you to make calls from payphones and other telephones. Where that is the case, we charge the company offering the calling card the charges set out in this section. The company may charge you a different charge. We do not set their prices.
3 Changing Our Customer Terms - pre-paid calling card customers
This clause3 applies to you if you are a pre-paid calling card customer. You will be a pre-paid calling card customer if you acquire the PhoneAway pre-paid calling card service.
Our right to change all terms
3.1 We can change any term of Our Customer Terms by:
(a) getting your consent; or
(b) complying with this clause.
The steps we have to take depend on the type of change.
Changes that benefit you or have neutral impact on you
3.2 If we reasonably consider that a change to any term of Our Customer Terms is likely to:
(a) benefit you; or
(b) have a neutral impact on you,
we can make the change immediately and do not need to tell you.
Some examples of changes that will benefit you are:
· a reduction in long distance call rates;
· offering additional features or free services; or
· changes that increase our obligations or introduce new rights for you.
An example of a change that will have a neutral impact on you is if we change the access number for message retrieval and keep the applicable charge rate for that access number the same.
Changes that have minor detrimental impact on you
3.3 If we reasonably consider that a change to any term of Our Customer Terms is likely to have a minor detrimental impact on you, we do not need to tell you individually beforehand. However, if we do not give you individual prior notice, we will publish a notice in a national newspaper at least 3 business days before the change takes place.
Some examples of changes that we consider have minor detrimental impact on you:
· a small increase in the price of an STD call; or
· withdrawing a minor feature of the service.
Urgent changes
3.4 We consider changes that are:
(a) required by law; or
(b) necessary for security reasons, to prevent fraud or for technical reasons,
to be urgent changes.
We will try to tell affected customers three days before an urgent change to Our Customer Terms by any method we consider reasonable in the circumstances, including recorded voice announcements, website notification on telstra.com or public notice. Sometimes, due to the nature of the change, we may not be able to tell affected customers three days beforehand but we will give as much warning as we reasonably can.
Changing or imposing tax-based charges
3.5 We can change any term of Our Customer Terms that applies to your service to increase an existing charge or to introduce a new charge where that charge is a tax imposed by law. If you are an affected customer, we will notify you of the change by publishing a notice in a national newspaper at least 3 business days before the change takes place.
Changing charges for international services or international roaming services
3.6 We can change the charges for international services and international roaming services and do not need to tell you individually beforehand. The current charges for international calls, international SMS and international roaming services can be found at http://www.telstra.com.au/phones/homeservices/distance_international.htm, http://www.telstra.com.au/mobile/mobiles/prices/plans.htm#5 and http://www.telstra.com.au/mobile/products/overseas/roamingoutbound.cfm respectively. If you are an affected customer in relation to an increase in our charges for international calls or international SMS, we will notify you of the change by publishing a notice in a national newspaper at least 3 business days before the change takes place.
Changing or imposing charges for ancillary services
3.7 If we increase or introduce charges for an ancillary service, and it is a type of ancillary service for which we do not offer a reasonable alternative at the same or reduced cost, we will notify affected customers of the change by publishing a notice in a national newspaper at least 3 business days before the change takes place.
All other changes
3.8 If we make a change to Our Customer Terms and the change is not of a type described in clauses 3.2 to 3.7 above, we will tell all affected customers a reasonable period (but at least 30 days) before the change, so affected customers who still have value on their card have a reasonable opportunity to use up any value before the change.
Who we consider to be affected customers
3.9 For the purpose of this clause3, we consider a customer to be affected by a change of a term in Our Customer Terms if that customer still has value on a card affected by the change and we reasonably consider that the change will have more than a minor detrimental impact on the customer.
How we can tell you about the changes
3.10 We can tell you about changes to Our Customer Terms in relation to a pre-paid calling card service, unless specified otherwise in this clause, by:
(a) providing a recorded voice announcement at the number you use to access that service; or
(b) otherwise in writing, directing you to further information about the changes, such as on telstra.com or at Telstra shops.
In addition to this notice, we may also publish a notice in a national newspaper.
4 PhoneAway
What is PhoneAway?
4.1 PhoneAway is a prepaid calling card that comes in a physical card format, paper voucher or online format. You can make calls using your PhoneAway card from most telephone services (including ISDN and mobile services) in Australia and in many overseas destinations. You can use your PhoneAway card while overseas to call most other overseas destinations. Some overseas payphones may require you to use a coin so that you can use your PhoneAway card.
Value of cards
4.2 Usually, we offer $10, $20, $50 and $100 PhoneAway cards. They are widely available at retail outlets. We also offer $10, $20 and $50 PhoneAway cards online.
4.3 We also offer a special $5 PhoneAway card for hospital patients. These are only available in hospitals.
4.4 Sometimes, we offer promotional PhoneAway cards with different values. These cards may also have special terms (such as earlier end dates or special discounts during the promotion period). These are made clear at point of sale or on the card. We also offer the opportunity for your business to run a joint promotion with us using promotional PhoneAway cards.
4.5 We also offer promotional PhoneAway cards whose value is based on a number of minutes of a particular kind of call rather than a dollar value.
Period of cards
4.6 You can use your PhoneAway card until midnight (Australian Eastern Standard Time) on the end date printed on the back of the card. Any unused credit on the card at that time is not refundable or transferable.
Refreshing and recharging your PhoneAway card
4.7 With the credit card refresh option, you can use your credit card to add extra value to your PhoneAway card. You can add value in amounts of $10, $15, $20, $25, $30 or $50. With credit card refresh you can only use one chosen credit card for each PhoneAway card.
4.8 With the transfer value recharge option, you can transfer the value left on one PhoneAway card to another. Follow the instructions provided online or provided when you call the PhoneAway access number. As a security measure, the recharge option is limited to three recharges to a card per day and five recharges to a card per week.
4.9 With the BPAY option, you can use your financial institution’s BPAY service to add value from your savings or cheque account to PhoneAway physical cards that have the BPAY symbol printed on the back of them, all vouchers and all cards purchased online. BPAY payments cannot be made from a credit card. You can add value in any denomination between the amounts of $15 and $100. The credit should be applied within one business day of Telstra’s receipt of the recharge payment. There may be a delay if you miss your financial institution’s daily deadline for BPAY transactions and on weekends and public holidays.
4.10 With reference to 4.7, 4.8 & 4.9 as a security measure, you can only add up to $200 credit to your PhoneAway card in any one day, have no more than $400 value on your card at any time, and no more than $5,000 over the life of the card.
Viewing your card details and transaction history online
4.11 You can view your PhoneAway card details and transaction history online by registering and signing in at www.telstra.com.au/callingcardshop.
4.12 Once you have registered and signed in, you can view the last 100 transactions made on your PhoneAway card since the date of registration.
4.13 Transactions such as calls, top ups and transfers of value from one card to another generally appear in your transaction history within one hour of the transaction. BPAY transactions generally appear in your transaction history within one banking day of Telstra’s receipt of your BPAY payment.
4.14 You cannot view your card details or transaction history after your card expires
Making PhoneAway calls
4.15 You cannot use your PhoneAway card to call 1900 numbers or make operator-assisted calls. You cannot make calls to 13 or 1800 numbers using your card from a mobile phone.
If you needto call 000,you should do sodirectly from your telephonewithout using your PhoneAway card. ThePhoneAway service has certain limitations which mean that it will take longer to connect using thecard,there is a risk that the call could drop out.You shouldalwayscall emergency services on000directly from yourfixed telephone so the emergency service can respond quickly. All Telstra customers can dial triple zero directly from theirfixed telephone service.
Local calls
4.16 We charge you the following to make a local call from a Basic Telephone Service, ISDN service or public payphone using your PhoneAway card:
PhoneAway local calls / GST incl. /Local call (per call) / 49¢
019 Calls
4.17 We charge you the following to make calls to 019 numbers from a Basic Telephone Service or a public payphone using your PhoneAway card:
PhoneAway 019 calls / GST incl. /019 call (per call) / 49¢
13 calls
4.18 We charge you to make calls to 13 numbers from a Basic Telephone Service or a public payphone using your PhoneAway card. The charges are set out in Part A - General of the Inbound Services section of Our Customer Terms.
You cannot make PhoneAway calls to 13 numbers using a mobile phone.
STD and Iterra calls
4.19 We charge you the following to make untimed STD calls from a Basic Telephone Service, ISDN service or public payphone using your PhoneAway card:
PhoneAway untimed STD calls / GST incl. /Extended zone call (per call) / 49¢
4.20 We charge you the following to make timed STD calls from a Basic Telephone Service, ISDN service or public payphone using your PhoneAway card. We charge you the call connection charge plus the timed rate (calculated per second) for the duration of the call.
PhoneAway timed STD calls / GST incl. /Call connection charge (per call) / 49¢
Any timed STD call any time (per minute) / 21¢
GST is payable on STD calls to Christmas Island and Cocos Island. GST is not payable on STD calls from Christmas Island and Cocos Island.
Calls to Iterra and Telstra Mobile Satellite services